Md. Mozammel Hoque is a CEO and BPO consultant with over 17 years of experience in telecommunications, banking, manufacturing, and retail industries. He focuses on customer experience, business strategy, process optimization, innovation, leadership, and operational efficiency. The document discusses gathering pathway to market insights for desired business results, including understanding customer behavior and buying processes, key strategic factors like unique selling propositions, and setting account strategies to determine a company's current position and where to go. It emphasizes doing the right strategic things to achieve business goals and objectives like retaining and acquiring customers.

1. Pathway to Market Insights
Presented by: Md Mozammel Hoque, CEO & BPO Consultant
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2. Presenter Profile
Md. Mozammel Hoque, CEO & BPO Consultant at InfraOptimization, has had a career spanning 17 years+ as Executive leader,
Consultant, Researcher, Enterprise Architect, Program Manager, and Software Engineer in Telco, Banking, Manufacturing and Retail
Industries. He focuses on customer experience, Business strategy and Process Optimization, innovation, leadership, and improved
operational efficiency. He supported more than 60 clients (on site and off-shore) covering North America, Europe, West Africa and
Asia. He worked as (Assistant) Researcher on the field of Socio-Anthropology, and had teaching experience.
He has served as CEO and BPO Consultant at InfraOptimization, as Consultant at E-Tec, as CTO at NTS, as Sr. Technical Consultant at
Huawei (West Africa Region), as Oracle Trainer at IBCS-PRIMAX and as APPS DBA at DatabaseIntelligence (Russia) on behalf of
DataIntensity (USA).
His Greatest Achievement is an Innovation of a unique solution in IT industry: how to fetch CLOB Data across the databases, which
was published in HUAWEI (a research based on a real scenario in Nigerian Etisalat Telco operation, i.e. EMTS). He introduced 7 RIGHTS
concept for better business output, which was disclosed (and organized by) at the Faculty of Business Administration, University of
Chittagong, Bangladesh on May 25, 2016. A number of Technical and Non-Technical articles were published in HUAWEI. He got
Honorable Performance Reward for the year of 2013, Best performance award for the year of 2012 for Etisalat Nigeria project from
Huawei, and two times best performance award (2010 and 2011) from Zain (now Airtel) Telco in Nigeria on behalf of International
Turnkey System.
He has been the speaker on Optimization: Business and IT hosted by IBCS-Primax (Dhaka, Bangladesh) and the University of
Chittagong, Bangladesh. Currently he is continuing his consultancy & research on the area of Optimization of Business Process and IT,
and Business Continuity Management at InfraOptimization.
As of now, he supported for many Multinational Corporation across the world such as Etisalat Telco, Zain Telco, Warid Telco, and Airtel
Telco, MTN Telco on behalf of Huawei (China), ITS (Kuwait), DataIntensity (USA) and DatabaseIntelligence (Russia). He supported
more than 60 clients (on site and off-shore) covering North America, Europe, West Africa and Asia.
He is ITIL V3 Foundation Certified, Oracle Certified Expert (OCE) - Oracle RAC 11g Release 2 and Performance Tuning, Oracle Certified
Specialist (OCS) - Oracle Database 11g Data Warehouse, Oracle Certified Professional (OCP)- R12, 11g, 10g and 9i. He also passed more
than 30 exams (technical and non-technical) in Huawei exam system. He completed his MSC and BSC in Applied Informatics in
Economics from Rostov State University of Civil Engineering, Russia in 2006 and He also completed his MA in 1997 and BA in 1996 in
History from the University of Dhaka, Bangladesh.
E-mail: mozammel.hoque@infraoptimization.com Mobile: +8801729973501, +8801918823677

3. Business Goals
Business Goals and Objective
 To be number 1 (one) in the market.
Sustain/Remain competitive as Unique and Grow - Sustainable Growth Rate &
Optimal Growth
Business Objective
 Keeping/retaining the customer (to maximize the lifetime value)
 Acquiring/New Customer

5. Right Business Actions drives to the desired Business Results. Right Business Action, i.e. Strategy
can be developed by the 7 Rights, i.e. Bring the RIGHT Information to the point of decision so
that RIGHT decision can be taken and executed promptly by the RIGHT people at the RIGHT
time and at the RIGHT place using the RIGHT tools and RIGHT model.
Right
Information
Decision
People
Time
Place
Tools
Model
Pathway to Market Insights for Desired Business Results

6.  What Matters to the Customer, i.e. Attention & Priority
 Why Matters to the Customer, i.e. Customer’s Customer
 Customer Buying Motives and Buying Decisions with the levels of importance:
Why does customer buy and/or keep buying Vendor's offered
product(s)/service(s) on top of competitor?
 Customer Buying Process
 Vendor’s Product’s position in Customer’s Production Plan
From Customer End: Key Focused Areas for Data Collection
Pathway to Market Insights for Desired Business Results cont 1

7.  What's the Unique Selling Proposition/Point: What Content(s) is/are focused
 Reason to Introduce the product(s)
 Selling Strategy – Push or Pull (attraction, engaging, and acquiring)
 What value brought (or can we bring) to our customers
 Label of Loyalty, i.e. Trust & Self-Interest
 Address the Customer's Response Modes(Reaction & Feeling): During the proposal
and After buying the product/service
 Selling Process: Approach, Problem/Trouble/Need Analysis, Commitment.
 What achieved on awareness, influencers engagement, service improvisation
 Sell Volume and Credit Recover Status
 Self-Experience and Suggestion
From Competitor's End
 Where and What to compete
 Competitor's Unique Selling Proposition/Point
From Supplier's/vendor's End: Key Focused Areas for Data Collection
Pathway to Market Insights for Desired Business Result cont 2

8. Strategic is Doing the right things
Tactical is Doing things right

9. Key Strategic Factors

10. Setting Account Strategy:
Determining Where You are and Where to go
1. Analyze your current position altered by constant change and rate
it as Threats or Opportunities with your account and your current
sales objective.
2. Think through possible Alternate Positions. (from current position
to where to go).
3. Determine which Alternate Positions would best achieve your
objective and create an Action Plan to achieve it.
4. Implement your Action Plan.
Note: Uncover the real reasons customer(s) buy your product(s) instead of a competitor's.

11. Customer’s Behavior & Buying Process:
1. Identify the people involved and understand their Role (Non-
Technical and Technical) & Psychology, and their Professional
Objective  Utility
2. Response Modes, i.e. Reaction & Feel to the Proposal on
Customer’s situation.  Credibility & Relevance
Note : The ability to question skillfully & The ability to listen carefully)
Note: Customer’s acceptance is not based on how good a proposal is. Rather it is based on:
Situation 1. Customer wants to GROW – Increase Quantity, Improve Quality, Improvisation etc.
Situation 2. Eliminate and/or Mitigate the PROBLEM/TROUBLE/NEED recognition
Situation 3. No Growth Need
Situation 4. Overconfident

12. Thank You